Debenhams flowers - where do I stand?

altyfc

Hi

I ordered some flowers (total cost about £33) online at the beginning of September. It was their 'Blue Eden' arrangement and, as the name suggests, should have contained blue flowers.

Delivery was made on the right date, but instead they delivered an all-white arrangement. This might seem petty but it wasn't what we wanted (or ordered).

Got an email along the lines of "We hope you are delighted with your purchase..." etc. and immediately replied that I was not delighted because they had delivered what I ordered.

Surprise, surprise... no response.

I have emailed again but am not holding my breath. Do I just "move on", forget it and place all future orders elsewhere, or am I entitled to something better?

Would appreciate any advice - thanks.

Lisey_Loo

You`re entitled to what you ordered altyfc.

I would contact them again and request either a refund or if having blue flowers delivered now is what you want, ask for that.
If you specified blue flowers for a reason which was important to you, then that`s what you paid you money for.

They let you down, they need to make it up to you.

I had problems with a flower delivery from Debenhams, emailed them and they refunded the entire cost. Think I had to ring them as they didn`t respond to emails though...

Hope that helps...

altyfc

Thanks, Lisey Loo... it appears I'm not having much luck with flower deliveries. Earlier this year I placed an order with John Lewis and they delivered a day or two later than the specified date - they cared little when I complained so I've just made a point of not buying from JL ever since.

If I don't get anywhere with Debenhams either, I guess I'll just have to vote for my feet once more. There are plenty of online florists afterall. But I'll try as you suggest if I don't get a reply to my latest email.

Thanks again.

omen666

Send them a ;link to this post as well, cannot hurt and let them know how many have viewed the post. Has worked for other MSE'rs before

pollypenny

Two years ago I ordered flowers for an aunt's 80th birthday - by phone. She lives at house number 100, but they were delivered to number 10! Luckily, it is a close community and the lady in no 10 took the trouble to trace my aunt and deliver them to her.

As I'd ordered by phone, it was not my typing error. Debenhams accepted that and sent my aunt a box of chocolates to compensate. I got nothing though!

hollydays

Keep pursing it till you get your hard-earned back.

altyfc

Thanks, everyone. I'm still getting no replies to my emails. What do you think I do now? Write a letter? Contact Trading Standards? Something else?

pulliptears

Do you have photo's of what was delivered? If so send a copy, along with a letter to head office via recorded delivery.

1jim

have you tried phoning?

altyfc

No, I don't have a photo unfortunately. And no, I haven't phoned - I felt it best to put something in writing.

1jim

what email did you write to, it wasnt the automated email address was it as they wouldnt reply to these? To be honest emailing hasnt worked, have you tried writing the old fashioned way? but if I were you I would have phoned as soon as the problem arose and then complained in writing if there was not a satisfactory resolution following this, often these problems can be sorted out quickly with one short phonecall to customer services